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By Andrew Hinchliff

Topics: Payroll


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Are you sick of receiving poor service from the “big” payroll companies? You’re not the only one. Many large companies are infamous for providing poor service, and customers are frustrated. While poor service may seem like the norm these days, you don’t need to settle for it. There are still some smaller companies out there that still care about customer service. With these companies, you can get the personal service you need and want.

Here’s why personal service is so important.

Having Your Phone Calls Answered Promptly

There’s nothing more frustrating than not being able to get a hold of a real person at the company you’re calling. Sometimes, you may need to wait for hours on hold before you can talk to anyone. Other times, you may need to call many times over the course of a day or week before you finally get someone on the line.

It’s hard to feel like a valued customer when no one will even answer the phone when you call. Smaller payroll companies know to prioritize phone support so you can get the help you need, when you need it. With prompt phone service, you can spend less time on the phone and more time focusing on the business tasks that really matter.

Talking to Helpful and Knowledgeable Reps

At the big companies, waiting a long time to get a hold of someone on the phone may just be the start of your customer service problems. The person who finally answers the phone may not seem particularly enthusiastic in helping you. Or, they may want to help, but they may not have the right knowledge and resources to fix your problem.

Companies dedicated to customer service invest in training for their reps and they have protocols in place to solve customer queries and issues. When you talk to reps at a smaller payroll company, they’ll be ready and able to solve your problems.

Accessing Reps Who Know You and Your Needs

Large companies usually direct their customer phone calls to call centers. When you call, you’re directed to the first available rep. Since large companies have so many reps, you might never talk to the same person twice. In a single call, you could even be transferred among multiple reps you’ve never talked to before. Frustrating!

Companies that provide personal service don’t operate this way. Instead, they assign dedicated staff to every account. Whenever you call, you’ll talk to the same people you’ve talked to in the past. They’ll already know who you are and what your business is. They’ll remember what issues or concerns you’ve had in the past. This makes problem solving much easier and less frustrating.

Using Your Preferred Communication Method

Sometimes, you might not want to call your payroll provider for whatever reason. At larger payroll providers, you might not have a choice. Large companies don’t always provide multiple communication options for customers. If you want to contact the company, you need to do it in their preferred method, like it or not.

Companies that provide personal service understand that customers are individuals who have individual preferences. That’s why they offer multiple communication methods for customers. For customers interested in self-service, they offer online services. For customers who need assistance, but not via the phone, they offer e-mail. Of course, they also offer phone service if you want it.

There’s no reason to remain a customer of a company that doesn’t provide good service. If you’re frustrated with the impersonal service you’ve been getting from your payroll provider, it’s time to make a switch. You’ll be glad you did.


Andrew Hinchliff

With over 30 years of experience, Paymedia’s Chief Operating Officer Andrew Hinchliff is a seasoned global business leader and results-driven human capital and workforce strategist who is well-versed in human capital management, workforce management, payroll outsourcing, and benefits administration. He’s passionate about strategy and innovation and is regularly sought out for assignments that create disruptions to current business models and practices. Andrew is actively involved in coaching youth football and is an avid golfer. His strong beliefs in philanthropy have him “giving back” by volunteering for a host of charitable foundations and community-based events.

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